Job Description

Customer Service Representative, Financial Markets

Auckland | Primarily Work from Home

Are you a customer service professional who enjoys talking to people and has an interest in financial markets?

Would you like to build your career in an international financial services business where you can develop genuine knowledge of trading and financial markets?

EC Markets is looking for a Customer Service Representative to join our New Zealand team.

This is an opportunity to join a growing international financial services group and become an important part of our local client service team. You don’t need previous experience in CFD trading, we will provide comprehensive training. Having a genuine interest in finance and being comfortable speaking with clients by phone, are the key attributes we are looking for.

About EC Markets

EC Markets is an international financial markets business providing clients with access to CFD trading across a range of global financial instruments, including foreign exchange, commodities, indices and cryptocurrencies.

Our New Zealand business is based in Auckland and serves clients throughout New Zealand. The role will extend to supporting an Australian client base as we continue to grow.

We are a regulated financial services business, and client service is a critical part of what we do. Our aim is to provide clients with a professional, responsive and knowledgeable service while ensuring that we operate to the high standards expected of a regulated financial institution.

This is not a traditional call centre or customer service role. You will develop an understanding of financial markets, our trading platforms and our products, and become a knowledgeable point of contact for our clients.

About the role

As a Customer Service Representative, you will the key points of contact between EC Markets and our clients.

A significant part of the role involves speaking with clients who have registered through our website and helping them through the next stages of their relationship with EC Markets. This includes answering questions, assisting with the onboarding process and following up with clients to help them understand how to fund and use their trading account.

You will also respond to existing client enquiries and provide support by phone, email and online chat.

Your day-to-day responsibilities will include:

• Speaking with clients by phone and providing professional, friendly and knowledgeable support.
• Following up with clients who have registered online and helping them complete the onboarding process.
• Assisting clients with questions about their account, our platforms and our products.
• Helping clients understand the steps involved in funding their account and providing appropriate assistance through the process.
• Responding to enquiries through phone, email and live chat.
• Building positive and professional relationships with clients.
• Identifying when a client may require additional assistance and ensuring enquiries are followed through to resolution.
• Handling complaints and more complex client matters appropriately, escalating issues when required.
• Maintaining accurate client records and notes in our CRM system.
• Working within our regulatory, compliance and client protection requirements.
• Remaining calm and professional when dealing with clients during periods of increased market activity or volatility.
• Working closely with colleagues across the New Zealand and wider international business.

What we're looking for

We're looking for someone who genuinely enjoys customer interaction and is comfortable picking up the phone and having a conversation with a client.

You will ideally have some experience in customer service, client services, banking, financial services, telecommunications or a similar customer-facing environment.

Just as importantly, you will have:

• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• Confidence speaking with clients over the phone.
• A professional and approachable manner.
• The ability to listen, understand a client's needs and explain information clearly.
• Good attention to detail and accurate record keeping.
• The ability to take ownership of an enquiry and see it through to resolution.
• Good computer skills and confidence learning new systems and software.
• An interest in financial markets, investing or trading.

A role where you can develop

One of the things we particularly value about this position is the opportunity to learn.

You will receive training on our products, trading platforms and processes and will work alongside experienced people within the business. As your knowledge develops, so will your ability to take on more responsibility and contribute to the growth of our New Zealand and Australian operations.

Because EC Markets is part of an international group, you will also have exposure to a wider financial markets business rather than being limited to a small local operation.

How we work

The role is based in Auckland and is primarily work from home, providing the flexibility to work remotely while remaining closely connected with the local team.

Training and some team activities will be conducted from our office in Albany, Auckland, so you will need to be able to attend the office when required.

We are looking for someone who is comfortable working independently from home but also enjoys being part of a team and communicating regularly with colleagues.

What we offer

• Primarily work from home arrangement.
• Training and development in financial markets and CFD trading.
• The opportunity to develop your career within an international financial services group.
• A varied customer-facing role with genuine responsibility.
• The opportunity to work with clients in both New Zealand and Australia as the business grows.
• Laptop, equipment and phone access.

Interested?

If you are a customer service professional who enjoys speaking with people, takes pride in providing a high level of service and would like to develop a career in financial services, we'd like to hear from you.

You do not need to be a CFD expert. We're looking for someone with the right attitude, communication skills and interest in financial markets. We'll teach you the rest.

Apply with your CV and tell us a little about why this role interests you.

EC Markets Financial Limited is a regulated financial services business. CFDs are complex financial products and carry a high level of risk. This role involves providing customer service and information about EC Markets' products and platforms. It does not involve providing personal financial advice.